Expert Service Operations (VMWare,Cloud)

SITA

القاهرة
دائم
دوام كامل

قبل 19 يوم

Job Description:OverviewWELCOME TO SITAis the leading specialist in air transport communications and information technology. We don’t just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture.Ready to redefine air travel? The journey starts here, with you at SITA.ABOUT THE ROLE & TEAM:As an Expert Service Operations, you will Work with process owners to develop operational improvement plans against SITA business expectations and customer requirements in line with Lean and Six Sigma methodologies.WHAT YOU WILL DO:

Handle escalations from L2 team and work with vendors to investigate complex issues.
Engage in Major Incident/P1 resolution and define improvement plan for highly escalated issues and problems.
Collaborate with the Engineering team to discuss product design and ensure operational readiness in terms of knowledge transfer and documentation.
Conduct comprehensive training sessions for the L1/L2 support teams.
Manage the delivery of key projects according to pre-defined and agreed project plans and achieve agreed targets.
Identify and promote opportunities to achieve continuous improvement in operational and process performance.
Ensure customer satisfaction throughout the project life by challenging project steps defined at the start against changing customers' business requirements.
Ensure a process of continuous quality improvement through collection and analysis of stakeholder feedback, customer feedback, and trend analysis.
Lead L1/L2 teams to develop, follow up and implement action plans to identify gaps and resolve identified major customer issues.
Define and implement a Root Cause Analysis methodology and process across the organization, including a communication plan, IT development and Key Performance Indicators (KPI's)
Ensure proper risk, change and quality management is performed at the program and project levels.

QualificationsEXPERIENCE:

Degree in Computer Science, Electronic Engineering, or equivalent.
Strong experience in customer services using ITSM tool.
Minimum 5 years experience with Dell EMC VxRail Hyper-converged systems regarding Cluster Management, monitoring nodes and drivers at the physical layer; adding and replacing hardware; and VxRail Physical link monitoring.
Minimum 5 years of demonstrated experience working with VMWare v6 and v7, vCloud Director, vCloud Foundation, VMWare Workspace One, vSAN, NSX-T and related products.
7 -10 years of experience in troubleshooting Servers infrastructures including Windows, Linux server operating systems & virtualization (VMWare), storage devices, and middleware.
7 - 10 years of experience on cloud platform technologies (public or private) including delivery models cloud IaaS, PaaS, and Virtual desktop environments (VMware or Citrix).
5-7 years experiences of IIS administration, SQL Database maintenance, WSUS server patching, and Windows Server Clustering.
7- 10 years of experience in Servers administration including management of LDAP and/or Active Directory.
7-10 years of experience and familiarity with the AV, Backup, Server Hardware management.
Minimum 5 years of experience in project or program management roles.
Minimum 5 years of experience in IT industry with the implementation of processes as per recognized industry standards.
Exposure to Rabbit MQ, IBM MQ is a plus.
Exposure to ITIL and to IT and network components and principles.
Experience in organizing the activity of a team and to taking ownership of issues until resolution.
Experience in applying industry standard quality frameworks such as CMM, ISO, Six Sigma is an asset.
IT certifications including:

VCP VMware Certified Professional – Cloud Management and Automation (desirable)
VCP VMware Certified Professional – Data Center (Required)
Microsoft MCSE (required)
Cisco CCNA (desirable)
RedHat Certified RHCSA (desirable)
CCP Citrix Certified Professional (desirable)
AWS/Azure Certified (required)
ITIL Foundation Certificate (required)
MS-SQL Database Administrator(desirable)

WHAT WE OFFER:At SITA, we disrupt the status quo, by empowering our people to pioneer innovations that touch the lives of billions. Bringing together diverse minds from across the globe, we foster a dynamic and positive workplace culture, that values our talented team members for their contributions and dedication. Check out our core benefits, enabling our people across the globe:🏡 Flex Week: Work from home up to 2 days/week (depending on the needs of your team and your customers)⏰ Flex Day: Shape your workday to suit your life and your plans.🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.🌿Employee Wellbeing: We’ve got you covered with our Employee Assistance Program (EAP), available to you and your dependents 24/7, 365 days/year, and Champion Health – a personalized, proactive platform to support diverse wellbeing needs.🚀Professional Development: Level up your skills with our training platforms, including LinkedIn Learning!🙌 Competitive Benefits: Access competitive benefits tailored to the local market and your employment status.SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process.

SITA

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